.What is Exoticca?Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet. We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.What is our proposal?We're looking for experienced sales/customer service professionals to join our newly launched team as a B2B Support Agent, at one of today's fastest-growing travel companies. You'll be supporting our Travel Advisors from pre-sales, right through to post-trip by providing a differentiating level of customer service to set Exoticca apart! This is an exciting opportunity to utilize and develop your sales and customer support skills in exchange for a highly competitive salary and limitless progression opportunities!What will you do?Provide pre-sales advisor support: Become a product expert to help our Advisors close the deal with their clients.Process bookings for our Travel Advisors.Create custom packages and follow up on special requests.Liaise with our Product team to ensure Advisor needs are met.Provide pre-departure and post-departure advisor support: Answer incoming calls and emails from our B2B Travel Advisors.Provide destination and trip information.Help with visas and country-specific entry requirements.Add or remove excursions.Make cancellations, service amendments and refund requests.Provide information about land and flight services.Help to solve confusion or problems with Advisors' bookings.Handle flight changes, cancellation requests, and process refunds (Amadeus Flights).Work directly with our land suppliers for booking requests.Post-trip complaint management: Thoroughly assess feedback/claims and provide compensation where necessary.Report serious or common problems to relevant stakeholders.Achieve targets: Productivity (number of calls and emails answered per day/week), Quality Assurance score (CSAT, ASAT and Issue Resolution), Occupancy and adherence.Stay up to date with ever-changing processes, procedures, and policies in a dynamic and growing start-up environment!Schedule InformationOur B2B Support Team is available from 8am-3am, so flexibility is required to work daytime, afternoon or overnight shifts and/or weekends based on business needs. 90% of our customers are based in North America, so the most common shift pattern will be during the 15.00-03.00 (CET) timeframe. We are currently providing support for our advisors in UK, US, Canada, Spain and LATAM with more markets coming soon, so depending on your language skills, you will rotate to cover all these territories
